Sr. Manager, HRSC

Key Responsibilities

The primary responsibilities of the Sr. Manager, HRSC are:

• Lead, coach, manage and develop a high-performing Human Resources Service Center Team, driving excellence in service delivery across all employee lifecycle transactions
• Oversee the delivery of tier 0 through 2 HR transaction support services, establishing employee trust and ensuring high-quality experiences.
• Collaborate with HRIT (Human Resources Information Technology), Centers of Excellence (COEs), and HR Business Partners to provide optimized and consistent HR experiences, processes, and outcomes for MITRE employees.
• Implement, own, and maintain case management and knowledge management tools that strike a balance between delivering opportunities for AI-driven self-service case deflection and traditional case management tracking functions.
• Define KPIs (Key Performance Indicators), SLAs (Service Level Agreements), and employee satisfaction metrics to drive accountability and performance.
• Identify root causes of recurring issues and leverage data and employee feedback to inform systemic solutions.
• Act in partnership with HR leaders as needed to resolve conflicts or questions and serve as the People Operational subject matter expert for MITRE.
• Drive ongoing improvements through standardizing, consolidating, and automating processes. Identify problem areas in service delivery processes, troubleshoot issues and recommend solutions. Work across the HR leadership team to plan and execute changes or improvements.
• Employ human resources governance practices to protect the business, including legal and regulatory compliance.
• Stay abreast of current issues and upcoming trends in Shared Service Operations, providing recommendations for consideration to the Director.
• Partners with HR Business Partners to develop and understand operational issues and evolve team capabilities and solutions to meet business needs.
• Support of HR transactions and shared service operations across division, including pay and performance, benefits, relocation, talent mobility, talent management, onboarding, talent development, learning and development
• Knowledge and support of operations of Absence Management and time tracking and submission in partnership with a third-party vendor.

Qualification & Requirements

Basic

• Requires a minimum of 12 years of related experience with a bachelor’s degree; or 10 years and a master’s degree; or equivalent combination of related education and work experience.
• At least 3 or more years of management experience in the human resources field.
• Strong experience in change management and driving organizational transformation.
• Experience in resolving conflicts and serving as a subject matter expert in shared service operations.
• Hands-on experience with HRIS platforms, specifically Workday.
• Exceptional written and verbal communication skills and sound influential skills
• Knowledge of automation tools and integration of HR data.
• Demonstrated strong analytical skills to assess service delivery gaps, evaluate processes, and develop and implement effective solutions that drive operational efficiency and improve employee experience.
• Proven ability to standardize, consolidate, and automate HR processes.
• Experience partnering with other corporate functions to support shared services operations with a proven ability to partner with HR Business Partners, Centers of Excellence (COEs), and HRIT teams to optimize processes and outcomes.
• Ability to effectively manage several objectives simultaneously while prioritizing and driving strategic plans.
• This position requires a minimum of 50% hybrid on-site.

Preferred

• Experience in government contracting, professional services, and/or high-tech organization.
• Experience designing HR programs and processes with a focus on end-user experience.
• Familiarity with emerging HR technologies and tools, including AI-driven automation and data analytics platforms.
• Experience supporting HR transactions and operations across multiple functions, including pay and performance, benefits, relocation, talent mobility, onboarding, and learning and development.
• Knowledge of absence management and time tracking systems, including partnerships with third-party vendors.
• Experience managing HR operations in a global or multi-location environment.
• Professional HR certifications such as Workday Pro, SHRM-SCP, SPHR, or equivalent.

Benefits

MITRE offers our employees a world-class benefits experience that equips them to thrive in their daily lives and be their best selves both at work and at home. With an emphasis on supporting physical, financial, and emotional wellbeing, our benefits and wellness programs are thoughtfully designed and generous enough to meet the unique needs of our multigenerational and diverse team. Whatever your life involves—studying for a degree, caring for an elderly parent, managing childcare, volunteering—MITRE’s benefits are designed to empower and support you.